Configure and manage knowledge categories and articles

Create a new knowledge category

  1. On the Interaction Centric Dashboard, click Settings > Service Management.
  2. In the Knowledge Base Management section, click Categories.
  3. Click the New button.
  4. Enter a Name and Description for your category.
  5. Choose a Parent Category. If you want this to be a top-level category, leave this field blank.

Associate knowledge articles with a category

  1. Open the Summary tab when viewing a knowledge article record.
  2. In the Related Information section, click the + button.
  3. Select the category you want to associate to the article and click the Associate button.

Remove a category from an article

  1. Choose the category you want to remove from the Category subgrid on the knowledge article record and click the Delete button.
  2. In the confirmation message that displays, click the Delete button.

Delete a knowledge category

  1. Navigate to Settings > Service Management > Categories.
  2. Choose the category from the list view and click the Delete button.

Knowledge articles associated with the category will be disassociated after the category is deleted.

See also

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